Service Availability Representative, Bilingual Job Listing at Kelly Services in London, ON (Job ID 10107876)

Description

Service Availability Representative, Bilingual
WORK ARRANGEMENT: 100% Onsite

ROLE OVERVIEW
The Service Availability Representative (Bilingual) provides first-level technical support to internal colleagues by responding to inbound calls and emails, documenting and troubleshooting issues, and escalating incidents as required. This role requires strong technical aptitude, excellent customer service skills, and full bilingual fluency in English and French.

KEY ACCOUNTABILITIES
CUSTOMER & TECHNICAL SUPPORT

• Respond to inbound colleague calls and emails for technical assistance
• Provide first-level troubleshooting and resolution for end-user issues
• Accurately document issues, resolutions, and escalations in ticketing systems

INCIDENT & SERVICE MANAGEMENT

• Escalate unresolved issues to appropriate support groups in a timely manner
• Identify, report, and escalate wide-impact or potential wide-impact outages
• Track trends, recurring issues, and opportunities for service improvement

REQUIRED QUALIFICATIONS
MUST-HAVE

• Fluency in English and French (spoken, written, and reading) – mandatory
• Technical support experience or related education (troubleshooting required)
• Above-average computer and navigation skills
• Strong knowledge of Microsoft O365 (Word, Excel, OneNote, PowerPoint)
• Exceptional customer service and communication skills
• Ability to type a minimum of 35 WPM
• General knowledge of PC hardware and components
• Ability to work all rotating shifts (days, evenings, overnight)

WHY JOIN
This role offers strong exposure to enterprise IT support within a large financial institution, hands-on technical troubleshooting experience, and the opportunity for long-term conversion. Ideal for bilingual candidates looking to build or strengthen their IT support career in a structured, fast-paced environment.

 

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing a workplace environment that is inclusive and respects the dignity of those in our workforce. Consistent with that commitment, Kelly will ensure that persons who are otherwise able to work are not unfairly excluded from doing so based upon any grounds protected by applicable human rights legislation, and will make all reasonable efforts to accommodate the needs of applicants and employees in all employment processes including but not limited to, hiring, advancement, discharge, compensation, or training.

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